Marie Heath
Alpharetta,GA
Summary
Senior technical support engineer with over 5 years of experience in Zendesk and ServiceNow for tier 2 ticket resolution. Recognized for technical proficiency as a member of an elite chat-support team, managing multiple sessions with a sub-2-minute response time. Proficient in complex networking environments, including ONT/router troubleshooting and static IP provisioning.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Engineer (Tier 2)
Innover (Contracted to Frontier Communications)
Alpharetta, Ga
09.2023 - Current
- Selected for specialized chat-support team, managing multiple technical chat sessions and voice calls with sub-2-minute response times.
- Resolved complex connectivity issues for business and residential clients, specializing in ONT/router troubleshooting and LTE signal optimization.
- Performed high-level technical setups, including static IP provisioning, port forwarding, and Active Directory permission management.
- Conducted outbound follow-up calls and 'review recovery' outreach to address customer concerns and restore brand trust.
- Executed detailed post-interaction check-ins to ensure permanence of technical fixes while meeting professional standards.
- Authored internal troubleshooting guides, achieving 20% reduction in average ticket resolution time.
Senior Customer Support Engineer
Shiftsmart (Contracted to Small Business Admin)
Remote, Ga
05.2020 - 11.2022
- Leveraged Five9 cloud contact center software to manage high-volume technical inquiries remotely across Windows and macOS environments.
- Managed sensitive business account data and identity verification for PPP loan applicants, ensuring compliance with federal security protocols.
- Provided comprehensive walkthroughs for business owners on navigating internal web portals and SaaS tools to track application progress.
- Resolved high-priority technical issues via chat and email, addressing login failures, browser compatibility errors, and digital workflow hurdles.
- Delivered remote one-on-one training to non-technical users on system navigation and security protocols to minimize support friction.
- Logged, tracked, and escalated complex technical tickets using enterprise systems, identifying recurring issue trends for engineering teams.
Technical Customer Support Engineer
Teleperformance (Contracted to AT&T)
Columbia, SC
08.2018 - 05.2020
- Managed sensitive customer account data and identity verification, ensuring 100% compliance with privacy protocols.
- Resolved over 100 technical and account inquiries daily, achieving high first-call resolution rates.
- Collaborated with tier 2 technical teams to escalate and address high-priority service disruptions.
- De-escalated complex service issues with professionalism, consistently exceeding quality assurance benchmarks.
Education
Some College (No Degree) - Computer Science
Western Governors University
Salt Lake City, UTSkills
- Tier 2 Technical Troubleshooting
- Network Configuration & Management
- Saas Administration
- Enterprise Platforms (Zendesk, ServiceNow, Five9)
- Advanced Remote Support
- High-Volume Multi-Channel Support
- SLA & Response Time Optimization
- Technical Documentation & QA
Affiliations
Technical Upskilling: Currently pursuing advanced networking and cloud security modules through Western Governors University.
Timeline
Senior Technical Support Engineer (Tier 2)
Innover (Contracted to Frontier Communications)
09.2023 - Current
Senior Customer Support Engineer
Shiftsmart (Contracted to Small Business Admin)
05.2020 - 11.2022
Technical Customer Support Engineer
Teleperformance (Contracted to AT&T)
08.2018 - 05.2020
Some College (No Degree) - Computer Science
Western Governors University